Job Title: Advanced Specialist, Business Analytics

Description: This role aligns to industry level titles such as Customer Experience Analyst, Customer Analytics Specialist, Business Analyst – Customer Experience.

The Advanced Specialist, Business Analytics for Customer Experience (CX) ensures data collection is consistent across the Pearson customer journey and enables teams with the ability to take action on the data. They work closely with technology and business** ** teams to:

• Understand business measurement and analytics needs and objectives
• Add requirements to new or existing roadmaps across the business
• Identify areas to utilize existing metric collection across new areas of the business
• Leverage AI and automation to increase engagement with closed feedback loop activities

Key Responsibilities

• Own the end-to-end implementation of Customer Experience (CX) surveys, ensuring alignment with business objectives, measurement standards, and stakeholder requirements.
• Manage stakeholder access to CX analytics, dashboards, and reporting to support timely, accurate, and actionable insights.
• Lead testing and validation activities for CX metric collection to confirm data quality, technical readiness, and successful implementation.
• Partner with business and technical teams to assess feasibility, clarify requirements, and ensure CX metric collection solutions meet defined needs.
• Monitor usage, adoption, and performance trends to identify opportunities for improvement and drive increased engagement with CX insights.

Required Skills

• Demonstrated ability to communicate clearly, manage time effectively, and build strong stakeholder relationships.
• Proven experience translating cross-functional business needs into clear, actionable requirements.
• Strong problem-solving and critical-thinking skills, with the ability to analyze complex information and recommend practical solutions.
• Solid business acumen, with the ability to understand organizational priorities and connect analytical work to business outcomes.
• Experience supporting data, reporting, business intelligence, or data warehouse initiatives.

Preferred Skills

• Experience with Qualtrics or similar survey tooling
• Familiarity with Jira and Confluence
• Experience in using AI to capture and/or analyze customer behavior or feedback
• Familiarity with web marketing: SEO, AdWords, Social Media tagging, UTM parameters

Qualifications

• BA or BS degree in Business, Communications, Information Systems, or relevant experience
• Experience as a Business Analyst, CX Analyst, or related role
• Ability to manage multiple priorities and deadlines effectively

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